Customer Service Project Manager

**_Caring for the worldone person at a time”_**_ _inspires and unites the people of Johnson & Johnson. This culture of caring is the focus of our corporate philosophy, that are anchored in the internationally applicable Credo.

**DePuy Synthes **Companies of Johnson & Johnson is the largest, most comprehensive orthopedic and neurological business in the world. DePuy Synthes offer an unparalleled breadth and depth of technology, devices, services and programs in the areas of joint reconstruction, trauma, spine, sports medicine, neurological, cranio-maxillofacial, power tools and biomaterials. Our broad array of inspired, innovative and high-quality offerings, help advance the health and wellbeing of people around the world.

We are looking for a highly committed:
**Customer Service Project Manager** based in Zuchwil

**(Permanent)**

**Overview**

This role will drive the management of projects aligned with the Customer Services strategy and KPI’s.** **The Project Manager Customer Services is responsible for the flawless end to end project life cycle, business strategy and justification, approvals, project economics/CIP’s, execution and closure.** **Responsible for strategic stakeholder management, identifying pathways and channels to facilitate access to key decision makers to ensure a seamless execution of Projects.**
This would also include Project governance, supporting design workshops, holding regular discussions with Regional/Local/Functional SME’s and user acceptance testing (UAT). As well as having an understanding and connections with the wider end to end functional teams.**
**Further responsibilities and duties are**:

- Managing the production of the required deliverables
- Planning and monitoring the project
- Preparing and maintaining the Project
- Identifying CIP’s
- Manage project risks, including the development of contingency plans
- Overall progress and use of resources, initiating corrective actions if necessary
- Change control and any required configuration management
- Reporting through agreed reporting lines on project progress
- Identifying and obtaining any support and advice required for the management, planning and control of the project
- Managing project administration
- Conducting end project evaluation to assess how well the project was managed and preparing end-project report
- Preparing any follow-on action recommendations as required
- Support the CS LT in creating capabilities that improve the Customer Experience and deliver on Customer Service strategy
- Manage relationships and communications with strategic partners and senior leaders to provide information and insights to enable decisions, approvals and strategic plans
- Manages resource capacity and prioritization of Projects

**Qualifications**
- Education and/or additional training: BA required; Advanced degree preferred

**Required Knowledge, Skills and Abilities**:

- Excellent Stakeholder Management
- Fluent in English and German. French, Italian a plus
- Excellent communication and presentation skills
- Financial Acumen
- Experience in the MedTech business will be a plus
- Process oriented, Data analysis & statistical skills
- 6+ years commercial experience
- Project management skills
- Continues Process Improvement, Process mapping, Six Sigma

**Technical Skills**:

- Capability to run meetings and workshops (face to face, conference call, Global Connect)
- Capability to format and create business cases, including requirements, definition and execution
- Deep process knowledge in the areas of Order to Cash and CRM with a Customer Service focus
- Conveys clear goals and expectation when involving others in plans
- Dynamic problem solver able to anticipate potential problems and create solutions
- Skilled communicator able to create communication to and between team members and stakeholders
- Efficient leader able to inspire and motivate people to work together towards project goals

**Soft Skills**:

- Sets high personal standards of performance
- Well organized and used to work in virtual teams
- Team player able to work with regional teams and cultures
- Reliable, Dependable and Resilience
- Self-starter (autonomy)

**Leadership Competencies**:

- Live Our Credo - Demonstrates and inspires the behaviors that reinforce Our Credo
- Connect - Cultivates meaningful external relationships and partnerships outside of J&J, adding value and insights for the enterprise; leverages insights to proactively uncover critical unmet needs and turn them into new opportunities
- Shape - Translates insights into innovative and viable products or solutions, creating value; challenges the status quo and leads change management activities, creating positive change; takes and properly manages risks, while maintaining the highest standards of quality and compliance, contributing to value creation
- Lead - Takes ownership for talent acquisition, performance and development in a way that enhances the performance and developmen